Communication at Workplace

1. Communication at Workplace Vijay Vancheswar NJA, Bhopal-”Training Programme for Prosecutors of CBI alongside Under Secretaries and Directors of DoPT [SE-8] Tuesday ,March 29, 2016

2. Inter and Intrapersonal Skills and Body language : • an important element of work place communication • Impact of Words, Tone of Voice and Body Language • W: 7%, Tone : 38% Body Language : 55% • Smile : does not Cost anything • Show appreciation • Listen actively and reflectively: RASA • Receive, Appreciate & Acknowledge, Summarise and Ask • Support team efforts : Put “We before I” • Show a sense of humour  • Be Sincere , Not Serious !

3. Recovering from difficult Interpersonal Situations • Apologise in person • Time apologies carefully • Assume responsibility • Correct mistakes • Be patient- it is a great virtue and wins battles ! • Listening Skills : • A great aid for effective Workplace Communication !

4. Respond ..do not react ! • Respond ...You are in control !(mind) • React …. Your are controlled ..!!( heart) • Reflective Listening vs. Mechanical Listening • Reflective : focus on understanding others and responding unlike mechanical listening • 3 components of reflective listening : • EstablishEye Contact • Do not interrupt • Paraphrase :“you understand and convey that you understand” • Video : Reflective Listening

5. Ethical Framework for Interpersonal Communication Martin Buber, German philosopher stresses the importance of our attitude in setting the moral tone of our conversation : Two primary human attitudes or relationships : “I –It” and “I –Thou” I-It : treats others as objects: self centered and driven by only one’s needs I-Thou : ( I-You) relationships : treats others as unique human beings, focus on appreciating others perspectives

6. Ethical Framework for Interpersonal Communication • Buber identifies three types of communication: • Monologue :Self-Centered- eg: when meeting our emotional needs • Technical Dialogue : a neutral stance towards self and others-> focus on gathering and processing information-eg : sending and receiving information centered messages: clinical interactions • Dialogue : product of “I-Thou” relationship: focus on ‘understanding’ rather than being ‘understood’: Mindfulness(walking the narrow ridge), Effective Listening, Emotional Intelligence, Confirmation and Trust Building

7. Towards Effective Communication through use of the Six Thinking Hats-Edward Debano “ PARALLEL THINKING, DIVERGENT VIEWS’’

8. Interpersonal Communication and Transactional Analysis • Key : Understanding us and others • John Holland , a Professor emeritus at Johns Hopkins University offers five personality types( product of genes, experience and conditioning) • The Realistic Type : structure, order, logic • The Investigative Type: observation & understanding • The Artistic Type : creative and non-conventional • The Social Type : Likes to inform , interact and engage with people • The Enterprising Type: persuasive, leadership traits , good at making others do what they conceive

9. Communication , Persuasion and IMPACT • Inter and Intra Communication [ within and outside] • Transactional Communication: Transmission of messages among people or groups • Interactive Communication : Dialogue –’I-Thou’ vs ‘I-IT’ relationship • Persuasion : Deliberate attempt to make another person or group adopt a certain idea, belief or action • IMPACT->TRIAD Principle :Tell what you have to say; Tell it; Repeat what you said…[Highlight and recap ‘3Things’]- ‘use the KISS principle’ • [“Triad Principle” 3x3]

10. Demonstrating ethical norms and courtesies • Exchange pleasantries • Treat everyone with respect • Offer assistance • Honour other’s privacy • Respect shared areas and resources • Contribute when asked • Marshall Goldsmith, "What Got You Here Won’t Get You There: How Successful People Become Even more Successful” identifies six basic forms of bad manners : “speaking or writing when angry, writing by focussingon the negative, making excuses, claiming undeserved credit, not listening well and failing to express gratitude”

11. Perception is indeed a reality for each one of us ! Smart and Conscious Communication is all about making others receptive to our point of view Face Vase In this illusion the figure and the ground are reversible in all ways

12. “ Trayvon Martin could have been me 35 years ago…” US President Barack Obama , in the aftermath of the controversial verdict of a Florida court acquitting the teenaged Travyvon Martin’s alleged killer, which has sparked a new debate on race relations in America (Feb2012) Communication impact is a function of what you say (choice of words) and how you say {feelings} and the manner in which you demonstrate it (expression)

13. Recipe for Success –Albert Einstein • “If A is success in life, I would say the formula is A=X+Y+Z X = work ; Y = play ...Einstein was asked what is Z ?? • Answer : ‘keeping your mouth shut’ ! ...listen more, talk less..!!

14. 8 fold tips-Managing Self through Conscious Communication • Set an Example • Love What You Do • Discover the Self-Esteem ( avoid internalizing-a common malady) • Care For the People(benign care, empathy) • Sanctity of Work • Make People feel They are Understood • Personal Management ( recognise and manage your anger) Silent Prayer: Lord give me that composure, serenity and poise in dealing with situations objectively “May I have the Courage to change what I can; the strength to bear what I cannot and the wisdom to know the difference...”

15. Workplace Communication Tips So to conclude : Always put ‘U’ before I Listen reflectively Be more ‘interested’ than ‘interesting’! Video: TED Talks : Julian Treasure: How to Speak so that people want to listen… 7 deadly sins of speaking : Gossiping, Judging, Negativity, Complaining, Excuses, Exaggeration and Dogmatism(facts vs. opinions—my way only) 4 Positives for good Public Speaking : HAIL-greeting& appreciating Honesty ( Be clear &straight),Authenticity( be yourself) Integrity (Do what you say) & Love( Wish everybody well)